December 10, 2018


Andrey Perepelitsyn | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Microsoft System Center Service Manager

Used as the main ticketing system on one of the customers. SCSM helps to drive IT processes like incident and change management according to ITIL. Rich reporting capabilities allows us to create informative reports about things going around IT infrastructure, and analyze the trends. It natively integrates into the Microsoft stack-based environment and does not require huge administrative efforts.
  • Incident management according to SLAs.
  • Change management following internally approved processes.
  • Reporting.
  • Sometimes clients are working slowly and we are not able to find the reason.
  • Hardly customizable.
  • Need to spend some time to learn the administration part.
  • All processes became consolidated in a single system.
  • Was natively integrated to existing infrastructure.
  • ITIL practices were implemented.
Not easy to customize, like ServiceNow, but default configuration works much more stably than SNow implementations I saw. Cannot be implemented as a service and requires underlying infrastructure. JIRA is much more lightweight, but very limited in functionality. At the same time both competing systems allow implementation of a service model, which can't be done with SCSM.
Works well for companies with huge IT infrastrucure and ITIL processes in place, so entire management is consolidated in a single place and does not require consolidation of data from lots of different information systems.
May not be a good choice for small companies as it a bit expensive and requires the SQL Server to keep data.

Microsoft System Center Service Manager Feature Ratings

Organize and prioritize service tickets
Subscription-based notifications
ITSM collaboration and documentation
ITSM reports and dashboards
Configuration mangement
Asset management dashboard
Change requests repository
Change calendar
Service-level management